CRM Executive

Where you’ll play

As the Customer Relationship Management (CRM) Executive, you will have the opportunity to effect change in how we deliver a customer-centric approach to all customer lifecycle touchpoints. The CRM team’s core objective is to engage relevant audiences with relevant messages across multiple channels to build lasting customer relationships with the Brand.

The role offers the opportunity for an ambitious person to work in a fast-moving environment with a world-class Marketing team. Reporting to the CRM Gaming Manager, the key purpose of this role will be to develop, execute and deliver Betfair’s Gaming CRM multi-channel communication plan across all lifecycle stages, through optimising campaigns and improving key performance measures.

This role is a 12 month fixed term contract.

How you’ll play it

In an industry that is constantly growing and evolving, the successful candidate will play a key part in ensuring the Betfair UKI CRM team are staying ahead of the game. Using innovative solutions along with data driven actions and decisions, we strive to take CRM to the next level, providing even more personalised, relevant experiences for our customers.

You will support the CRM Gaming Manager, in the project management and performance reporting of all gaming communications to new, active, churning and lapsed Betfair customers both in the UK and Ireland, based on specific customer segmentation, campaign or behavioural change objectives.

This will be achieved by:

• Collaborating with our commercial colleagues to ensure that their strategies are understood, prioritised and planned in ways that are efficient, effective and appropriate to the scale of potential return

• Collaborating with the Data and Planning teams to ensure the right content is being delivered to the right customer at the right time

• Facilitating flawless execution of campaign plans ensuring milestones are met and work is accurate and on time

• Working closely with the Betfair UK/IRE Gaming team to ensure the campaign content is correct and requirements are met with the Betfair brand talking to customers with one voice.

• Close collaboration with the Sports CRM team to deliver an aligned, engaging customer experience across all products.

What you’ll bring

Our CRM Executive needs a diverse range of skills as their roles cover multiple key areas of our business:

Stakeholder management:

• Develop strong working relationships with stakeholders across all levels

• Lead in collaboration projects with key stakeholders to help deliver against CRM’s key performance metrics

• Communicate flawlessly, ensuring the business is updated on CRM plans and their performance regularly.

• Translate requirements into data & creative briefs, ensuring clear communication between teams.

Creative execution:

• Lead on improvements and development of creative build & execution of all communications so that they tell a compelling story: content must be expertly written & visually best in class, data and insight driven and inspire the right kind of customer action.

• Test and learn new ways of working through industry findings and from internal initiatives.

• Challenge the approach to automation, where relevant aiming to reduce manual work and the risk of human error.

• Resolve errors within campaign templates, resolving them as quickly as possible & create preventative measures.

• Ensure all messaging is compliant with relevant regulations and legislation

Strategic support:

• Analyse performance and look for ways to continuously improve activity across key CRM performance metrics

• Working with other Flutter Group brands to share knowledge and help create cross-brand strategy

• Put the customer experience at the heart of what you (and your team) do, be customer led as opposed to product led.

• Strive to make major step changes in the CRM activity that propel growth, by challenging the status quo and improving processes.

Your experience:

• Experience in CRM related, creative development environments.

• Experience working with Email Service Providers, CRM Systems & Processes.

• Previously used Moveable Ink technology or similar (desirable).

• Excellent stakeholder management and communication skills.

• Knowledge of basic Email HTML & JavaScript to build Email Templates. Experience with Photoshop would be beneficial too.

• Knowledge and experience of using Google Analytics and/or Tableau/Looker.

• Data literate and comfortable in using data to make better decisions.

• Analytical mindset, with the ability to understand business reporting requirements, working closely with Analytics, to provide insights about campaign performance

• Familiar with GDPR & can navigate other regulatory requirements.

• Knowledge of online Gaming or Gambling industry would be beneficial

• Comfortable with analysing performance data in Microsoft Excel and have the confidence to make recommendations and present them back internally.

About Betfair

Imagine a job that doesn’t feel like work at all

At Betfair, we’re here to play. To explore. To innovate. To challenge. And we’re hoping you are, too.

Our business was born to create a fairer betting marketplace. Today, we’re the worlds biggest online betting exchange, one of the top 75 most valuable brands in the uk, and part of Flutter, one of Time100’s most influential companies.

Joining us means believing that we do our best work together. It means fighting what’s unfair. And it means aiming high and having fun while we do it.

So, if you’re ready to play too, this looks a lot like your next big career move. Plus, Betfair is part of the Flutter UK & Ireland family – a collection of big-hitting entertainment brands such as PaddyPower, Sky Betting & Gaming and Tombola.

Flexible Working

All our live jobs champion hybrid working, offering a flexible blend of home and office working with full autonomy to decide how many times you travel into the office each quarter.

Looking for a remote role? We’re open to discussing remote working for all our live jobs.

What’s on offer

• £1,000 learning fund

• Twice-yearly bonus (with part of it guaranteed!)

• Unlimited Holiday

• Pension contribution scheme

• Private healthcare

• Flexible ways of working – home or office, it’s your choice!

• Access to thousands of Udemy courses

• Invest via the Company Sharesave Scheme

• 16 hours paid volunteering time per year

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.

Qualifications

• English